TeamNovak's Lifetime Legacy Trade-In Program

[NovakTwo]

This program is not for returning items that are still functioning---although customers still do; it works best when you return several items at a time for replacement or upgrade. Functioning items can be easily sold.

Many customers, who use our NW service programs, had requested the option of exchanging (or upgrading) to a completely different item, we decided to formally incorporate the option. We will be eliminating the service charge on any transactions that include at least one upgrade item---this should make the prices more reasonable.

Programs this complex are a challenge to design and manage for a small company, such as us. The only reason we can make all of these options available is because we manufacture all of our products here in Irvine. If we had to depend on imports from China, we could not support such a program---too many potential delays.

When we design a service program, such as this new one, we must be concerned about complaints from our hobby dealers---we want to offer NW service options attractive to our customers, but not offer upgrades so cheaply that we are competing with our dealers. So it's a fine line. We get that customers want a "good deal"---and this deal isn't considered good enough.

We really can't please everybody. There are far too many stakeholders in whatever decisions we make for that. Including an upgrade path for all legacy escs and BL motors we have ever sold, seems like a fantastic offer to me---as well as an option no other R/C company supports. Everyone who purchases a Novak product knows that they can always return it for something newer.

I can't debate any old service transactions unless you wish to PM me your invoice numbers so that I can have CS pull the paperwork for my examination---which I will gladly do for anyone who believes that a given repair was not handled correctly. We have been evaluating customer returns for decades so we have a pretty good idea about what damages electronics.

[simplechamp]

Originally Posted by ta_man

a) You didn't says the 7.5R was an old, used motor. My impression was you just bought it to do the trade-up. That's what frequently happens with Forum posts - small nuances of information don't always come across.

b) The upgrade price to a Ballistic from any motor is $70, not $50. I beleieve you misinterpreted the chart. They have a specific example: "Example (UPGRADE): Trade in SS Pro Spec 13.5 for a Ballistic Spec 13.5 for $70" Try it - you will see. The return S&H is $13.65 for one item. That is how I got $86.65 (including you shipping the motor to them for $3).

So you'll spend $86.65 to send them the motor and do the upgrade, plus part with the 7.5R. If it still runs and isn't damaged, you could sell it easily for $20 and still come out ahead buying a new one from the aforementioned vendors. Novak still gets a sale either way, but the old motor remains in circulation for someone to use, and you save a few $$$.

That chart doesn't seem right to me then. I look in the row that has my motor in it, then slide over to the column where it says "Upgrade to any motor" and it says $50, so then why does the example say $70, which is it? I don't see how the chart could be read any other way.

[NovakTwo]

Originally Posted by simplechamp

That chart doesn't seem right to me then. I look in the row that has my motor in it, then slide over to the column where it says "Upgrade to any motor" and it says $50, so then why does the example say $70, which is it? I don't see how the chart could be read any other way.

We may need to clarify the chart info; this is why we include multiple examples. All of the prices referring to a given product---replace, exchange or upgrade---are all on the same line as the product. The prices to replace, exchange or upgrade to the selected item are listed next to the product. If you have any suggestions about making this clearer---or, adding more examples---let me know.

Because the most popular motor upgrade will be to a Ballistic, we are going to add this info to the opening section, at the top of the chart:

"To upgrade any non-Ballistic BL motor to a Ballistic is 70.00." (although, I think we will lower the price to 69.00.)

We are going to add the link to the non-warranty service form to the opening section. Also, eliminate the service charge on upgrade transactions. We will be adjusting the info for a couple of weeks before we do our press release.

[ta_man]

Originally Posted by simplechamp

That chart doesn't seem right to me then. I look in the row that has my motor in it, then slide over to the column where it says "Upgrade to any motor" and it says $50, so then why does the example say $70, which is it? I don't see how the chart could be read any other way.

What NovakTwo said was the way I thought it would work but a simple clarification in the chart would be instead of saying "Upgrade to any motor" it should say "Upgrade to any motor in this group" (M1 group, M2 group, etc.)

Besides, if you read all the charges listed in context with each other it wouldn't really make sense to charge someone with an SS $50 to upgrade to a Ballistic but charge someone that already has a Ballistic $70. Considering all the charts as a whole, the interpretation of $50 to get the Ballistic by sending in an SS wouldn't make sense.

I have had nothing but great luck with all my Novak systems. I have had 1 failure within warranty (or just out of), and Novak was there had my fixed up in no time. I had another failure Waayyy out of warranty that was clearly my fault.
Castle on the other hand treated me terrible and took almost our whole summer to fix their problem.
Novak will always get my money, even if it is a bit more, they seem dependable and rugged..
Just my .02

[George16]

Originally Posted by Garcol

I have had nothing but great luck with all my Novak systems. I have had 1 failure within warranty (or just out of), and Novak was there had my fixed up in no time. I had another failure Waayyy out of warranty that was clearly my fault.
Castle on the other hand treated me terrible and took almost our whole summer to fix their problem.
Novak will always get my money, even if it is a bit more, they seem dependable and rugged..
Just my .02

I guess you're the exception to the norm .

[NovakTwo]

We made a couple of changes to our new Trade-In program that should save customers a few bucks...

We reduced the Ballistic upgrade price to 69.00 and completely eliminated the 5.00 service charge from all transactions. We also added a link in the leading paragraph to our NW service return form and a link to our return shipping charges. I think that we added a couple more examples, too.

Any more inputs?

[Arct1k]

How about making it retroactive two weeks. ;)

My replacement unit arrived - unfortunately ups just dropped it off so I couldn't reject delivery.

It wasn't worth the extra headache to return it again so I just threw in a 14mm rotor and will run on 2s.

Any idea when the m2 dig will be available - do you have people in field beta testing? Will it have independent front and rear drag?

[NovakTwo]

Originally Posted by Arct1k

How about making it retroactive two weeks. ;)

My replacement unit arrived - unfortunately ups just dropped it off so I couldn't reject delivery.

It wasn't worth the extra headache to return it again so I just threw in a 14mm rotor and will run on 2s.

Any idea when the m2 dig will be available - do you have people in field beta testing? Will it have independent front and rear drag?

The M2 Dig is dependent on the Kinetic firmware/NovakLink. When we decided to redesign the Kinetic, it put a dent in the M2 project. However, everything is back on track so that we can soon concentrate on the M2.

It's pretty impossible to make a CS program retroactive---what's shipped, shipped.

We do have quite a few products in our RMF store---motors are usually available, but not every esc. No Goat 3Ss.

[Arct1k]

Hmm you have a credit card...